New FeaturesWhat’s new in CDESK 3.0.172

27. January 20200
Version 3.0.172 improves Address Book, Requests, Work Orders, CMDB, Reports and more.

TOP Updates

Request interconnecting

The Requests module is updated on numerous places in the 3.0.172 Version. One of them is interconnecting of requests.

A new bookmark Related Requests was added into the request form. You can attach an already existing request to a request or create a new one directly. Interconnected requests will make the overview of request fulfilled more complete.

Záložka Súvisiace požiadavky
Záložka Súvisiace požiadavky
Prioritisation of requests according to Urgency and Impact

Another update that has to do with requests is the possibility of prioritisation according to Urgency and Impact in terms of ITIL.

In the baseline scenario of CDESK, the priority of the request can be determined by its reporter – customer. This can lead to priority overestimation. (Report of critical priority in unjustified cases). In order to avoid this situation, it is possible to turn on the function to prioritise according to Urgency and Impact. When switched on, the customer sets on the request certain Urgency. When an assignee takes it over, they evaluate the request and select Impact. On the base of these two parameters, CDESK can determine priority of the request. Urgency, impact and resulting priority in CDESK is in your hands.

Nastavenie Urgencie a Dopadu na požiadavke
Nastavenie Urgencie a Dopadu na požiadavke
Číselníky na definovanie Urgencie a Dopadu
Číselníky na definovanie Urgencie a Dopadu
Matica, v ktorej sa definujú aká bude použitá priorita pri konkrétnej kombinácii Urgencie a Dopadu
Matica, v ktorej sa definujú aká bude použitá priorita pri konkrétnej kombinácii Urgencie a Dopadu
Filtering in the list of requests by tasks

A new filter has been added also to the list of requests. Now you can filter items depending on tasks as well. The filters are as follows:

  • Contains
  • Is not filled
  • It is filled
Filtrovanie v zozname požiadaviek podľa úloh
Filtrovanie v zozname požiadaviek podľa úloh
Sending notification for request evaluation

When completion of request is accepted, its fulfillment is rated from 1 to 5. Notification settings for requests now have the option to send to assignee a notification of request evaluation when certain grade is given. When any of the grades is given, you can set to get an e-mail or SMS notification, or notification to desktop or mobile application.

Nastavenia notifikácii k hodnoteniam požiadavky
Nastavenia notifikácii k hodnoteniam požiadavky

The notification includes information on request, grade, comment and name of the reviewer.

Mailová notifikácia k hodnoteniu požiadavky
Mailová notifikácia k hodnoteniu požiadavky
View mail notification for discussion before sending it

Since the latest update, the Fulfillments module allows you to add internal fulfillments that are not linked to invoice fulfillments.

Tlačidlo pre zobrazenie náhľadu príspevku
Tlačidlo pre zobrazenie náhľadu príspevku
Zobrazenie náhľadu mailovej notifikácie k diskusii pred jej odoslaním
Zobrazenie náhľadu mailovej notifikácie k diskusii pred jej odoslaním
Internal fulfillments without mandatory link to invoice fulfillments

Since the latest update, the Fulfillments module allows you to add internal fulfillments that are not linked to invoice fulfillments

Tlačidlo na pridávanie interných plnení
Tlačidlo na pridávanie interných plnení

If necessary, it is possible to create an invoice fulfillment from internal fulfillments listed in the list of fulfillments.

Interné plnenia
Interné plnenia
The color in the list of configuration objects changes by date field

Additional properties, like date, can be added to the CI Type. For example, date of inspection. An object of this type can be highlighted in different colors in the list, depending on date. This may remind you, for example, that another inspection is approaching.

Zvýraznené konfiguračné objekty podľa dátumového poľa
Zvýraznené konfiguračné objekty podľa dátumového poľa

It is up to you how many days before or after certain date an object will have certain color. You can choose from over 20 colors and different reference periods. CDESK offers these periods:

  • Before the deadline
  • After the deadline
  • Before the deadline, including
  • After the deadline, including
  • Today
  • Not today
  • Day ahead
  • Day backward
Nastavenie dátumového zvýrazňovača pre konkrétny CI Typ
Nastavenie dátumového zvýrazňovača pre konkrétny CI Typ
New function Restricted Filtering above the CI list

Filter by MainGroup and CI Type has been added to the global settings of Configuration Database. It appears only if the Automatic Retrieval of All Records is turned off.

Nastavenie filtrovania podľa MainGroup a CI Type
Nastavenie filtrovania podľa MainGroup a CI Type

When the filtering by main groups and CI types is turned off, users are initially given access to the items in the list of configuration objects which they own or to which they are assigned as key users. Items, that they do not normally have access to, can be accessed in this configuration by typing the exact CI name into the search in the list of CI objects.

Possibility to access any CI when you enter an exact name, can be used by teams of people who normally only take care about assigned objects in the CI, but under certain conditions need to access objects that other teams are responsible for. In our solution, you can create CI name from individual CI properties. If you make it unique enough and accessible to a user in the real world only under certain conditions, then making any CI in the CDESK available will be safe.

Zoznam konfiguračných objektov pri zapnutí filtrovania podľa MainGroups a CI Types. Záznamy sa načítajú až po výbere hlavnej skupiny a typu, alebo použitím vyhľadávania
Zoznam konfiguračných objektov pri zapnutí filtrovania podľa MainGroups a CI Types. Záznamy sa načítajú až po výbere hlavnej skupiny a typu, alebo použitím vyhľadávania
Zoznam konfiguračných objektov pri vypnutí filtrovania podľa MainGroups a CI Types. Nad zoznamom sa nenachádzajú polia pre výber hlavnej skupiny a typu.
Zoznam konfiguračných objektov pri vypnutí filtrovania podľa MainGroups a CI Types. Nad zoznamom sa nenachádzajú polia pre výber hlavnej skupiny a typu.
VIP Services

In the Users and Groups module, the VIP Services function can be activated for the user. This may affect the priority of addressing a request made by such a VIP customer.

Určenie zákazníka ako VIP
Určenie zákazníka ako VIP

You decide how the priority of a request from a VIP customer can be changed. The following options are available:

  • No change of priority (default) – request priority stays unchanged, only the VIP sign is displayed in the request form next to the boxes Request From and For Whom
  • Increase priority by 1 level
  • Increase priority by 2 levels
  • Increase priority by 3 levels
  • The highest priority – after saving the request, the highest priority will be set automatically regardless of the priority selected when entering the request
Nastavenie zmeny priority pri aktivácii VIP servisu
Nastavenie zmeny priority pri aktivácii VIP servisu
New menu

The main menu in 3.0.172 version has undergone a distinctive design and functional modification: more efficient opening of menu items, your own menu can be added to Favorites, menu search is not erased, stays kept on the screen.

To access the second menu level is now much faster and more convenient. Just move the cursor to a module and open a second-level window without even clicking on it. The same process applies to the third level. Custom icons have been assigned to the level 2 and 3 to make menu navigation easier and more intuitive.

If you click on the module name in the first level, the second level can stay displayed in the menu. To switch off, press the active module again.

Zobrazenie druhej a tretej úrovne v novom menu
Zobrazenie druhej a tretej úrovne v novom menu

A new module Favorites has been added to the new menu. Here you can add any module from the main menu, as well as from the 2nd and 3rd level. This function makes the access faster.

Obľúbené položky
Obľúbené položky

If necessary, narrow the main menu to display only icons of the modules. Module names of the second and third level stay displayed.

The new menu also brings the possibility to set your own color scheme.

Zúžené hlavné menu
Zúžené hlavné menu
List of all updates in CDESK 3.0.172 >
 

 

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